Octopus x PayPay Japan Travel Payment Dispute Form

Transaction Details

Please provide the details of the disputed transaction.

I understand that the above disputed transaction(s) should be reported within 60 days of the transaction date, otherwise the dispute cannot be processed.

Reason for Dispute

I dispute the above transaction(s) for the following reason(s) (Please tick the appropriate box):

[note] Prior to raising these kinds of dispute, please make reasonable effort to resolve the dispute with the merchant.

Customer Information

Remarks and Dispute Process

Octopus Cards Limited's Remarks:

1. Our company does not handle the following types of disputes:
   • Transactions where you suspect to be unauthorized.
   • Transactions where the merchant has already agreed to issue a refund and it is currently being processed.
2. Should the merchant accept the request, we will notify you of the outcome upon completion of the process and arrange for the refund to be returned to your original payment method (Octopus Wallet or Mobile Octopus).
3. In the event that the merchant declines the request, we will notify you of the outcome via email. For dispute amounts of HKD 2,400 or above, we will also attach the "Octopus x PayPay Japan Travel Payment Arbitration Application Form". If you wish to contest the decision, you may request formal arbitration by submitting the completed and signed form, along with any relevant supporting documents (if applicable), within 5 calendar days. TBCASoft shall act as a third party to facilitate the resolution of the arbitration.

   We will first deduct the following fees from your relevant Octopus Wallet for the purpose of the arbitration only. Please ensure that your Octopus Wallet has sufficient balance to cover the arbitration-related fees payable to TBCASoft:

   • HK$400 filing fee (non-refundable)
   • HK$400 administrative fee

   If your arbitration request is successful, we will refund the HK$400 administrative fee to your Octopus Wallet. If your arbitration request is not successful, the administration fee will not be refunded.

4. The Chinese language translation of this Form is for reference only. If there is any inconsistency or discrepancy between the English version and any Chinese version(s), the English version shall prevail.

Personal Information Collection Statement

In accordance with the Personal Data (Privacy) Ordinance (the "Ordinance"), this Notice provides information regarding the collection and use of your personal data.

1. You agree that Octopus Cards Limited ("OCL") may use your personal data as collected through the Octopus x PayPay Japan Travel Payment Dispute Form for the following purposes:
   • Processing of the Octopus x PayPay Japan Travel Payment transaction dispute and application of refund.
   • Management, operation and maintenance of the Octopus payment system, the Octopus Wallet Service, audit, and exercise of our and your rights under the Conditions of Issue of Octopus.
   • Communication by us with you.
   • Investigation of complaints, suspicious transactions, and research for service improvement.
   • Prevention, detection, and investigation of crime.
   • Complying with law, rules, regulations, codes, or guidelines.
2. If you do not provide your personal data to us, we may be unable to provide you with our services as requested.
3. Your personal data will be kept confidential by us, but you agree that for the purposes set out in clause 1 above, we may transfer or disclose such personal data to the following parties within the Hong Kong Special Administrative Region ("Hong Kong") (except that the parties set out in clauses 3(a) and 3(b) below may be located outside Hong Kong):
   • Infrastructure Providers, Payment Service Providers, and Payment Service Provider Merchant (if any) in the course of handling the requested service. The terms "Infrastructure Provider", "Payment Service Provider" and "Payment Servicer Provider Merchant" are defined in the Terms and Conditions Relating to Octopus Payment Service Outside Hong Kong through Payment Service Providers.
   • Our agents or contractors under a duty of confidentiality to us who provide administrative, telecommunications, computer, anti-money laundering and counter terrorist finance intelligence, payment, data processing or other services to us in connection with the operation of our business (such as professional advisers, call centre service providers, courier or data entry companies).
   • Any law enforcement agency and/or regulatory body for compliance with applicable laws, rules, regulations, codes and/or guidelines and/or any person or entity to whom we, our subsidiaries and/or affiliates are under a binding obligation to make disclosure under the requirements of any law, rule, regulation, code and/or guideline and/or order of any competent court of law, law enforcement agencies and/or regulatory bodies. Such disclosure will only be made under proper authority.
4. You have the right to ascertain our policies and practices in relation to the personal data as held by us. Subject to payment of reasonable fees permitted by the law, you have the right to:
   • Check whether we hold your personal data and to have access to your personal data; and
   • Require us to correct any personal data which is inaccurate.
5. Requests for access to data should be made in writing to:

   Data Protection Officer
   Octopus Cards Limited
   46/F, Manhattan Place
   23 Wang Tai Road
   Kowloon Bay, Kowloon
   Hong Kong
   Email: dpo@octopus.com.hk

6. We have implemented appropriate security measures in accordance with our Privacy Policy to protect your personal data. The data collected will be used for relevant purposes and governed by our Privacy Policy, which is available on the Octopus Cards Limited website.
7. Nothing in this Notice shall limit your rights under the Ordinance.

Submission Instructions

Please submit the completed form enclosed with attachment (if applicable) via email to omp@octopus.com.hk or mail to: